Team Leader: IT Service Desk (3 Vacancies)

Purpose of the job
Allocate resources according to required skill sets to comply with service requirements (as per
customer SLAs) and ensure that reported queries are responded to within the prescribed time
limits.

 

Key Responsibility Areas
Recommendations and improvements of procedures, processes and workflows. Ensure adherence
of SLA. Manage Service Levels – IT Service Centres. Post call survey (group performance); Conduct
regular team meetings.

 

Qualifications and Experience

Minimum requirement: Matric; 1 – 2 years National Higher Certificate in A+, Call Centre / Help
Desk qualifications and/or equivalent. Experience: 4-5 years IT Service Centre Agent and
Customer Service Experience.

 

Technical Competencies Description

Knowledge of: Incident logging application (ARS/ITSM7); Quality assurance processes and standards; Full cycle of logging, classifying, and routing calls according to SLAs; Operational business rules and processes. Skills: Oversight of team, planning, organising and control; People management, development and empowerment; Communication; Computer Literacy; Problem Solving and decision making skills; Interpersonal Skills; Numerical Skills; Self management; Client orientation and Customer Service; Conflict Management; Analyse statistical reports.

 

REFERENCE NR : OPS02/TL-ITSD/FTC/2014
JOB TITLE : Team Leader: IT Service Desk X3
JOB LEVEL : C3
SALARY : Hourly Rate Negotiable
REPORTS TO : Supervisor: IT Service Desk
DIVISION : Operation Centre
DEPT : Customer Services Management
LOCATION : Centurion
POSITION STATUS : Fixed Term Contract 36 Months (Internal/External)

 

How to apply

Kindly forward your CVs to: [email protected].
External Closing Date: 14 February 2014